How do I return my reformer or accessories?

SHIPPING AND RETURNS

  1. Shipping All products ordered will be delivered to the shipping address you provide. If Flexia provides an expected shipping date, such date is an estimate and subject to change. Flexia shall not be liable for any change in such expected shipping date. You will be notified via email if there is an issue that will delay your delivery beyond the expected delivery date. Your billing and shipping addresses may be different. We will arrange for packing and shipment of the Flexia Reformer to you; provided that we may charge you if you change your shipping address after ordering the Flexia Reformer. Scheduled shipping and delivery dates are estimates only and cannot be guaranteed. We will make commercially reasonable efforts to ship the Flexia Reformer to you by the scheduled delivery dates, but we are not liable, under any circumstances, for any losses, damages or penalties due to any delays in shipments or deliveries.
  2. Returns You may request to return the Flexia Reformer to Flexia at no charge for a full refund of the amount you paid for the Flexia Reformer, minus any shipping or delivery fees, at any time within sixty (60) days of receipt (or any such longer period as required by applicable law or offered by Flexia at the time of sale, the "Return Period").
    This money-back guarantee does not cover dissatisfaction caused by ordinary wear and tear or damage caused by improper use or accidents, subject to the terms of our Limited Warranty. Damage to the Flexia Reformer upon receipt of delivery must be notated upon delivery. Please thoroughly inspect your Flexia Reformer and report any damage within 48 hours to the delivery company and Flexia support.
  3. Cancellations You may request to cancel your order for a full refund at any time before the unit arrives at a distribution facility. A cancellation after the Flexia Reformer arrives at such facility is subject to a $50 processing fee. If a delivery date has already been scheduled with the fulfillment partner, the customer will be subject to a $250 cancellation fee.
  4. Per the terms of the Limited Warranty, if a defect arises in a Flexia Reformer or a warranted component within the applicable Limited Warranty period, your sole and exclusive remedy is for Flexia to, at Flexia's discretion to the extent permitted by law, either replace or repair the defective or malfunctioning Flexia Reformer or component with the same or a comparable model or, if agreed by the parties, Flexia may provide a credit in such amount toward your purchase of a new Flexia Reformer. Any replacement or repaired component shall be warranted for the remainder of the original Limited Warranty period or 30 days, whichever is longer, or for any additional period that is required by applicable law.
  5. Returning Your Products Flexia will offer at no charge packaging and shipping for your return in the event you return products due to a defect; for all other returns, you are responsible for paying between $250-350 USD, depending on location, for all associated packing and shipping costs.

    Your Flexia Reformer is expected to be returned in the same condition that it was received. If there are missing accessories or damage to the equipment that was not noted upon receipt, a fee will be associated for refurbishment and repair that will be deducted from your purchase price prior to refund.

    To request a return or report a defect, please email our customer service department at hello@flexiapilates.com and provide your name, contact information and the serial number on the Flexia Reformer. Nothing in this Return Policy will reduce or otherwise affect your statutory rights in relation to the Flexia Reformer.

Last Updated: April 7, 2022

 

WARRANTY RETURN PROCEDURE

For all returns based on the Limited Warranties detailed in our Warranty and Refund Policy, you must email hello@flexiapilates.com within the applicable warranty period with a description of the problem and photos or videos to support your claim.  Flexia will then send you a Return Merchandise Authorization (RMA) number.

  • The RMA must be clearly marked on the outside of the package of any returned items. Flexia does not accept responsibility for items returned without an RMA number clearly marked on the outside of the package.
  • Proof of purchase must accompany all returns.
  • Flexia must receive the returned items within thirty (30) days from the date on which you receive the RMA number.
  • You must pay return shipping costs for warranty returns, Flexia pays the cost of shipping the replacement item to you.
  • In the event that Flexia determines, in its sole discretion, that any product returned to us (i) is not under warranty, (ii) does not satisfy the conditions for Warranty Return contained above, or (iii) is returned without following the Warranty Return Procedure, you (or whomever is sending the returned item) shall be solely and fully responsible for the cost of freight and insurance to return the product to you.